Virtual Relationship Officer

Job Title: Virtual Relationship Officer. Location: Work From Office. Educational Qualification: Any Graduate. Ensuring that customers get world-class services and their needs are understood and met through financial products that the Bank has to offer. - Customer Engagement: Continuous engagement with the portfolio customers mapped as per the contact policy, with accurate & complete capture of interaction details. - Call handling as per defined standards. - Accurate resolution for customer queries. - Promoting Digital Banking services for a superior customer service experience. - Profiling of customers in order to aid right cross-servicing of Bank products. - Accurate logging and resolution of complaints. - Attrition control of customers. - Regular interactions with the customers and pro-actively assessing customer needs. - Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc. - Ensure portfolio quality of relationship while racing considering eligibility. - Monitor large amount movements and account closure from the deposit accounts. - Ensure retention of customers. - Achievement of portfolio parameters: Meet the defined objectives of the Portfolio managed by the respective VRM. - Sales: Right cross-sell of products basis profiling and engagement. - Penetration of products across groups. - Sales across all product segments-TPP, Assets, Cards etc. - Acquiring & grouping of all related IDs of the Primary ID. - Use of triggers to track maturity of FDs, movement of CASA balances etc. and prevent outflow. - Ensure Staff are trained on product knowledge and requisite certifications. - Income to be generated at a customer level. - Interaction Quality: Achieve Quality benchmarks defined from time to time. - Complete and accurate capture of call interactions, including profiling thereby aiding relationship management. - Audit and Service Quality Ensure all laid down system and process is followed as stipulated by Audit and Senior Management. - Ensure accurate and timely submission of financial transactions & requests. - Adherence to set processes of updating customer interactions in CRM next. - MIS - Reporting: Ensure timely submission of Customer base review / reports as requested by Central Team / Senior Management. - To engage regularly with the customers as defined by the contact policy and provide a Consistent & a Superior Digital Experience. Ensuring that customers get world-class services. - To enhance Customer Relationship & while doing so, Educate, Encourage & Induce the customers to use the Digital mediums for their banking transactions/ needs, while keeping a "window' to talk. - Responsible for meeting the scorecard targets and portfolio benchmarks set and that all guidelines and regulatory requirements are followed. - So that the RM becomes the top of the mind recall amongst the customers in the catchment for all their financial needs and services. - thereby ensuring that the RM also achieves the key performance parameters set. Qualifications & Skills - Excellent Verbal & Written Communication Skills. - 0-1 year experience from BFSI/NBFC industry. interview. - Should have knowledge on basic banking domain. - Great networking skills. - Fresher’s can apply. - Outstanding interpersonal abilities. interview. Mandatory skills: Call Handling, Customer Needs, Resolution of Complaints, Customer Engagement, BFSI. **Salary**: ₹170,000.00 - ₹210,000.00 per year Schedule: - Monday to Friday Ability to commute/relocate: - Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required) Application Question(s): - Should have knowledge on basic banking domain. **Experience**: - Customer service (required) **Language**: - English (preferred)